Acketta Patrick

Associate's

Fine Arts

Cohere Health

Lead Intake Specialist

- Highly skilled with EMR Salesforce/Cerner - Accept incoming calls to submit a new authorization, check the status of an existing authorization, edit - Making outbound calls to obtain missing information or schedule a P2P - Provide exemplary customer service with every interaction - Head Lead for the Resolution Team to investigate and resolve client complaints effectively - Work closely with Provider Success to provide feedback to clients - Deliver quality results with every interaction in a timely manner - Collect and gather all necessary information for clinical review - Escalated call handling and follow up - Monitor Agent calls, including conducting LIS/EPACES verification and using the LIS tracker file to document each calls - Creates and arranges Excel files - Assists Supervisors in daily activities and operations - Actively engaged in the coaching and development of the team members - Responsible for providing floor assistance to agents - Active call monitoring and quality feedback - Provides feedback to Trainer and Supervisors in regard to agent performance issues and areas of opportunities - Interview candidates for seasonal, data entry and full time positions (RN, LPN and Intake Specialist